Speaker 2
Welcome to Linksys Support. To assure quality service, your call may be monitored. Please remain on the line for assistance. Welcome to Linksys Support. To assure quality service, your call may be monitored. Please remain on the line for assistance. Thank you for calling Linksys. This is Larry. Is this your first time calling?
00:01
Speaker 1
no i just got disconnected from somebody i was talking to i don't know what happened i don't
01:02
Speaker 2
I see. Well, I believe you don't have a record yet with Linksys?
01:07
Speaker 1
have a what a gate i don't know what you're saying sorry oh a case b-a-s-e sorry i couldn't hear you
01:14
Speaker 2
A record? Like a case with Linksys? No, a case. Like a case number... Yeah, yeah. Yeah, C-A-S-E.
01:16
Speaker 1
properly yeah no no no he told me to sign into a web page because i your link is dead to reset
01:28
Speaker 2
Okay. Alright. I see. Okay. Well, yeah, yeah. I think I can assist you with that.
01:30
Speaker 1
set my password yeah mano m-a-n-o t is entangled e o f as in foxtrot i l o
01:35
Speaker 2
I may need to create a record for you first for us to document the case accordingly. We'll start with your first name. M-A-N-O. And your last name.
01:40
Speaker 1
right there at rogers.com oh that is my last name sorry first and last name anyways my email too yeah
02:03
Speaker 2
Um, I was asking for the last name. Sorry. Alright. Yeah, let me verify. The last name again is T-S-E. E-Tango, E-Echo, O-Oscar. Am I still correct? Okay. F-Frank, I-India, L-Lima, O-Oscar. Is that right?
02:06
Speaker 1
yeah correct yes yes.com no thank you yes 416-688-9073
02:33
Speaker 2
Okay. And again, you mentioned earlier, the email is first name, last name, at Rogers. Was it Rogers? At Rogers.com. And we also have your phone number, just in case we get disconnected, you know. Alright. Again, that's 416. 416-688-9073. And, yeah, to start with gathering information about the Linksys unit that you're calling about, we'll start with the model and the serial number also.
02:34
Speaker 1
you don't have all this like with my information already i've literally had it probably five years maybe more and then originally and then i bought a new one
03:17
Speaker 2
Yeah, I, uh, yeah, I don't have, I don't have the account information with the phone number.
03:22
Speaker 1
three years ago you guys don't have like the account information it's the pain to get the model and everything information from it yeah it's like it's in a
03:24
Speaker 2
Yeah, I, yeah, I understand.
03:35
Speaker 1
fancy cabinet at the workspace and i it's hard to get to
03:37
Speaker 2
Uh, okay. Sure, sure. I, I understand if, if, if that's a challenge. At this point, uh, um, may not be able to proceed with creating the account completely, but, uh, yeah, should you want to proceed without me gathering the information, um, please tell me what, what's the issue.
03:38
Speaker 1
oh wait hang on i open it i think it's written on the door
03:48
Speaker 1
it's printed on the door oh wait now i seem to have signed in actually i don't know what make
04:04
Speaker 2
That would be great. Sure. Okay. Mm-hmm. Oh.
04:05
Speaker 1
sure you just have me on account there anyways but what do you need you need a model number
04:13
Speaker 1
you're saying of my uh lenses model is m mx4200
04:17
Speaker 2
Yeah, model and serial, that would be great if I can acquire that. Yeah, yeah. Model number. Yep. That is great. Uh, MX-4200 and the serial, please.
04:18
Speaker 1
yeah hang on a second um serial number where is that they didn't write it here oh shucks
04:31
Speaker 1
oh no they did write it they did write it okay uh three eight
04:41
Speaker 1
u i believe it's a u this is horrible why didn't they put a sticker on this thing i'm reading someone's handwriting sorry three eight u one zero m as in mary three seven
04:47
Speaker 2
Mm-hmm. Mm-hmm.
04:56
Speaker 1
b i believe that's a b that they wrote three four two five five
04:59
Speaker 1
that was smart did they put it on the slide i'm gonna say that's impossible to access this thing
05:05
Speaker 2
Alright. Okay. Thank you. Thank you so much. For, for how long have you had the unit, by the way? Just, just to, you know, rough estimation if, uh, okay.
05:06
Speaker 1
uh this one maybe three four years something like that three years i think three years yeah
05:15
Speaker 2
Three of, alright.
05:22
Speaker 1
ever seen it three years ago at least here yeah i thought we can dig that up too sorry yeah
05:23
Speaker 2
Sure, sure. No problem. Um, the reason why I asked for that, because, of course, I need to put a date on the date of purchase, but, uh, yeah, I can also check that. I can also check that with a serial number. Okay, sure, no problem here. Uh, yeah, your internet service provider, if I get, if I can guess, Rogers, right?
05:23
Speaker 1
i did sign in i must have done a typo ten times i don't know yeah i'm good i'm good i was able to
05:36
Speaker 2
So, are you good, are you good with signing in? Okay. Wow.
05:46
Speaker 1
sign in that's so weird i can't really sign in i'm going to be done with it
05:51
Speaker 1
doing it but or maybe oh the wi-fi was down maybe that's why it wasn't connecting and now our wi-fi
05:53
Speaker 2
Oh, yeah, yeah, maybe it was, uh, okay, something like a glitch on the Wi-Fi.
05:57
Speaker 1
is up holy shucks okay yeah i'm like i kept i'm like this is my password this is the the company
05:58
Speaker 1
thing i'm like what the hell okay so that works you guys have me set up i can go through this
06:05
Speaker 1
all the time i call this so much all the time there now or i can hear you can you hear me
06:14
Speaker 2
I'm sorry, but, uh, I, I, uh, I apologize. You, you were cutting in and out on the phone. Uh, can you hear me fine? Hello?
06:16
Speaker 1
hear me can you hear me yeah it's a big place it's a big place right yeah
06:30
Speaker 2
Yeah, I, it was cutting, uh, yeah, yeah, I can hear you better now. Okay. Okay, sure. Well, yeah, you mentioned that you were able to successfully log in. Uh, is that, uh, okay.
06:31
Speaker 2
Was it on the links to smartwifi.com or, or, uh, local login?
06:45
Speaker 1
no on my app my app my app yeah email and password email and password on password
06:46
Speaker 2
Okay. Okay. Alright. Mm-hmm. Okay. When you log in, by the way, just to have a quick question, uh, did you log in with an email and password or, or just simply a, a, uh, a password? Email and password. Okay. Okay.
06:52
Speaker 1
yeah email and password so i have one more question though what the note that i want to add
07:10
Speaker 2
Alright, that should be great. Alright, good. Well, that means, mm-hmm, sure, sure, uh-huh, yes, red mean, red means offline.
07:10
Speaker 1
is red all the time do i just unplug it like i've been doing that and doing it angles blue and it was red red means out of out of range or something and then bring it back to its spot and then bring
07:18
Speaker 2
Definitely. If, if it's turning red on the designated spot, if, uh, you can try to unplug and plug it back in on the same spot, but if it doesn't work, you need to unplug it and place it as close as possible on the parent node, meaning the, the, the main node, and then plug it in from there, and then observe it. Usually we'll reconnect if it's closer to the parent. Yes, bring it back to its spot once it's online.
07:32
Speaker 1
it back to its spot that's so funny because this is the newer one and it's the one having the most
07:58
Speaker 2
Once it, it's online. It, it attains a solid blue.
08:01
Speaker 1
trouble connecting compared to the other ones that i've had for longer that is funny yeah yeah
08:09
Speaker 2
Wow, that's, that's strange. Mm, is that a same model or a different one?
08:13
Speaker 1
it's the same one yeah it'll say that if i need to update it or something right
08:18
Speaker 2
Oh, same model. You might, you might want to consider to check the firmware. Maybe that has a dis-, a different firmware or an outdated firmware compared to the parent node. You might want to check that one. It, it is also easily available on the application as well. How many nodes do you have, if you don't mind me asking?
08:20
Speaker 1
in the same room now i put in the same room as the parent node let's see like a couple years
08:43
Speaker 1
three years maybe yeah so we'll see if it's going to add on i don't know it's in the same room
08:48
Speaker 2
Sure, how many nodes do we have again?
08:56
Speaker 1
oh seven eight eight i think eight i need like 11 but i don't have time to set up the other ones
08:59
Speaker 2
Okay. Okay. That is a lot.
09:02
Speaker 1
for them yeah yeah that really oh has a hard time moving around you know it bounces off everything
09:07
Speaker 2
That is a lot. A, a pretty big house, maybe. Okay.
09:08
Speaker 1
yeah yeah okay all right uh let's see if it's going to join just to see can i just put you on
09:29
Speaker 1
hold for a second it takes a few minutes right let's just leave it let's see thank you okay it
09:37
Speaker 2
Definitely. Yeah, yeah, yeah, please.
09:38
Speaker 1
seems like it's still red yeah it seems like it's still red yeah it seems like it's still red it's still red yeah mm-hmm yeah yeah yeah yeah this is the one this is the one i want to correct
11:31
Speaker 2
Okay. Uh, still solid red. You mentioned you, it has the same model, right? Same exact model as, as, as the one that you have on the parent node. Okay. I see. Um, has it been the same node that you've been having? Having problems with, you mentioned? Because we have, uh, at least multiple nodes in the, in the system or in the network rather. Mm-hmm. I see, I see. Um, I think it, it may have something to do with, with the firmware really. Or, uh, potentially a hardware problem. And, uh, the, yeah.
11:36
Speaker 1
where do we see the firmware on this so i look at my node that's offline i tap it where does it say firmware doesn't say that i'm going to remove it i'm going to remove it from the the uh the family
12:15
Speaker 2
If it's actually offline, we may not be able to see it on, on the application. Because usually that is a real-time capture whenever you, you check the, the, the app. Um, hmm. I'm just assuming it's, it's a firmware. Yeah, sure. Um, did, did you try and add it, uh, via the app, you mean?
12:22
Speaker 1
of nodes and let's try adding it again he's powered up okay in the same room we'll power it up again blinking blue still red now blinking red i'm doing this via app yeah but it's still just not set up yet to add still getting ready
12:46
Speaker 2
Mm-mm, okay. Okay. I see.
13:48
Speaker 1
because the color has to be purple or whatever like that other color yeah mod yeah no now it's good it's still red it's not the color that
14:00
Speaker 2
I believe it's still blinking or something.
14:37
Speaker 1
supposed to be like a purple it's red yeah yes i know that yeah
14:46
Speaker 2
Yeah. Yeah, red meaning, again, it stays offline. If you want to re-add it, normally it needs to be a purple. And, yeah, yeah.
14:48
Speaker 1
having moved past this what's the problem with this thing oh that's what i figured no one honors
15:01
Speaker 2
Here's the thing, actually. Sorry to interrupt, but I think I may need to discuss this. Because I also checked the serial number of the unit. Also, it shows me the warranty as well. And with this particular unit that you provided to me based on the serial number, it's beyond the warranty already. And, of course, I would love to assist you, right? But in terms of units that are beyond the warranty, we actually need to discuss a paid option for me to be able to assist you accordingly with adding the node to the system. And definitely there is another option for me to offer to you, of course. That will be sending you some audits. Or, you know, a link to the website that will guide you into resetting and re-adding that child node back to the network. And that's absolutely free, of course.
15:05
Speaker 1
your piece of junk materials anymore all right i guess i'll figure it out on my own thanks kindly bye
16:06